Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

According to the 2023 Gartner Supply Chain Technology User Wants and Needs Survey, customer service and experience (CX) is one of the top three most frequently selected business priorities for ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

Brands are now coping with massive challenges. One is how to measure the customer experience during and after the coronavirus? Here are four metrics they should be tracking: customer feedback, ...

The importance of delivering a strong customer experience has risen incrementally in the minds of healthcare marketers over the last two years. Take the life sciences industry, for instance, which has ...

When customer experience (CX) is uncoordinated with marketing efforts, customer trust erodes. If loyalty and customer-relationship leaders are to drive retention and growth, they must act to align CX ...

The Department of Labor building in Washington, D.C. (NCinDC / Flickr) The Department of Labor is working to establish metrics to measure states’ progress around customer experience as they work to ...